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Cited by 363Technology Adoption and User BehaviourHealth, Technology, Consumer BehaviorCustomer Service Quality and Loyalty

Point of adoption and beyond. Initial trust and mobile-payment continuation intention

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Talwar, Shalini, Dhir, Amandeep, Khalil, Ashraf, Mohan, Geetha, Islam, A.K.M. Najmul·2020·Journal of Retailing and Consumer Services
DOI 10.1016/j.jretconser.2020.102086
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Abstract

Initial trust represents the trust that develops upon first use of a product. It is built on the basis of the net effect of factors that stimulate as well as inhibit it. Future transactions require less consumer effort after initial-trust formation. Despite being recognized as an important factor affecting the adoption of innovations, initial trust has been not been greatly explored by prior scholars. The present study remedies this gap by invoking the information systems success (ISS) model, transaction cost economics (TCE) theory, and the IT continuance model to propose a two-step framework that includes the antecedents of a pre-adoption factor, such as initial trust, and post-adoption factors, such as confirmation, perceived usefulness, satisfaction, and continuation intention toward mobile-based payments. Cross-sectional data of 954 first-time mobile-wallet users are analyzed to test the framework. The study findings suggest that information and service quality positively influence initial trust, which, in turn, has a positive association with confirmation and perceived usefulness. Results also reveal a positive relationship between perceived usefulness and continuation intention. These results pave the way for making useful recommendations for future researchers. The study also discusses various inferences that can improve managerial efficacy in promoting the use of mobile-based payment methods.

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  • Trust may function as a mediating mechanism linking traditional UTAUT constructs to intention.

    “trust may function as a mediating mechanism linking traditional UTAUT constructs to intention”

    From Consumer Trust and Adoption of Digital Payment Systems in Emerging Markets (2026) · cites this paper as Talwar et al., 2020

    Table 1 (page unavailable) reports prior research in which effort expectancy was associated with initial trust, which in turn influenced usage intention. That supports a possible mediating role for trust, but the paper’s own model uses ISS, TCE, and IT-continuance antecedents rather than testing trust as a mediator for traditional UTAUT constructs generally (Section 3; page unavailable). (LLM, conf=0.78)

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Cited by

Sorted by citations

Authors
Talwar, S., Dhir, A., Khalil, A., Mohan, G., & Islam, A. K. M. N.
Affiliations
  • K J Somaiya Institute of Management (IN)
  • University of Turku (FI)
  • Abu Dhabi University (AE)
  • Indian Institute of Management Kozhikode (IN)
Corresponding author
Dhir, Amandeep
ORCID
Venue
Journal of Retailing and Consumer Services
Publisher
Elsevier BV
Published
2020-07
Volume
55
Pages
102086
ISSN
0969-6989 (ISSN-L)
DOI
10.1016/j.jretconser.2020.102086
OpenAlex
W3011623508
Cited by
363
References
11
Citations by year
2026: 36 · 2025: 47 · 2024: 61 · 2023: 69 · 2022: 78 · 2021: 48 · 2020: 24
FWCI
54.34
Type
journal article
Language
en
Open access
Licence
Locations
  • Journal of Retailing and Consumer Services (publishedVersion, cc-by-nc-nd)
  • UTUPub (University of Turku) (submittedVersion)
  • RePEc: Research Papers in Economics (submittedVersion)
Funders
Suomen Akatemia (292448, 326066, 334595, 292448,326066,334595)
Topics
  • Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
  • Health Sciences › Health Professions › Health Information Management › Health, Technology, Consumer Behavior
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Keywords
initial trust, mobile payment, mobile wallets, technology adoption, continuance intention, perceived usefulness, information quality, service quality, confirmation, satisfaction, transaction cost economics, DeLone and McLean model

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